Assistant Operations Manager

Position : Assistant Manager- Operations||BFSI Mandate

Location : Gurgaon Employment Type : Permanent Job Type : Full-time

Profile Summary :

IGT Solutions is seeking a dynamic Assistant Manager - Operations to lead and optimize business operations in a Contact Center environment . This role is responsible for providing strategic and tactical direction to the team, ensuring operational excellence, and driving customer satisfaction through close engagement with leadership and clients. The ideal candidate will enhance team performance, manage key metrics, and drive business profitability while fostering a collaborative and people-friendly environment.

Primary Job Responsibilities :

• Act as a liaison between the client and the company , ensuring seamless operations and fostering strong client relationships.
• Oversee daily operations , ensuring adherence to SLAs , performance goals, and client satisfaction.
• Identify opportunities for operational improvements and implement strategies to enhance key performance metrics (AHT, CSAT, Quality, etc.).
• Manage team attrition by creating a motivating and employee-friendly work environment.
• Define and set performance targets across all levels (Assistant Managers, Team Leaders, Quality, and Agents).
• Design and present performance reviews to both the client and company leadership team.
• Ensure profitability and cost-effectiveness of the project.
• Facilitate site calibrations to ensure clarity, stability, and alignment across multiple locations.
• Monitor and manage team performance , providing coaching and performance improvement plans when necessary.
• Engage in regular stakeholder interactions to ensure business alignment and effective communication.
• Analyze statistical performance trends and devise actionable strategies for improvement.
• Conduct root cause analysis to identify performance gaps and implement corrective actions.

Education & Essential Experience :

Personal Style & Key Competencies :

Preferred Candidate Profile :

Perks & Benefits :

Interested candidate can share their cv at - 7042379178

Skills Required

Stakeholder Management, Automation, Client Engagement, Process Improvements